How to Respond on App Store Reviews & How It Helps

I hope you already know that developers are now allowed to respond to reviews and comments on the Apple App Store. This feature has been made available with the launch of Apple’s latest iOS 10, making it easier for the Magento app development to know what the views are of others on their apps.

Apple released an updated version of iOS early this year and also made available the feature that would allow the developers to respond to user reviews. Earlier to this, developers were not allowed to do it. This is a tremendous update since this was never before possible if they needed further elaboration on a user’s issue with the app. This essentially made the process of responding to feedback null.

You can see there is always a mix bag of comments and feedbacks that are left by users. This makes it difficult for the new users to make final decision when it comes to download. Even if there was an issue that has been resolved by the developer, it was not possible for him (or her) to convey the message of troubleshooting.

Thankfully, it is now possible for the developers and business owners to respond to app reviews.

How Does It Work

The basic way this works on the Apple App Store is that a user downloads an app and then can provide reviews depending upon the performance of the app itself. Whether the review is positive or negative, developer can respond directly under that review. This results as an effective response as an update to the entire group and not just a single user. For both the developers and the users, it is practically a win-win situation.

How to Effectively Respond to All

Let’s admit it, it is not possible for the Magento app development and other apps to meet every user’s expectations. So, not all feedback will be great. But, every situation can be handled with effective customer service. Here are a few tips that you should consider:

Communicate Effectively

Don’t get defensive for the negative responses on the app store. Rather use the feedback to see where you can improve your app in current or future feature updates. Make sure to keep in mind that you are representing a company, so the response should be in your brand voice using language that your customer understands. Avoid unfamiliar industry jargon.

Don’t Let Negative Reviews Linger

Negative reviews are bad, really bad. They can ruin your brand image, so, you would not want too much time to lag between your customer’s initial question and your response. The more time you take to respond on the issue, the more others will avoid using your app. Ideally respond within 24 hours. And it is possible to response immediately as the Apple lets you setup email alerts in the App Store which notifies you every time someone leaves a comment or review.

Let your Reviewer You’re Taking Action

This is fairly simple. If it is going to take long time to resolve the issue, let them know of what’s to come next. It may be just a brief of your next course of action with the app. Also, you can simply let the users know that you are in the process of taking action on fixing that bug in your Magento mobile app or just give them an expected timeline on new release date. This helps reduce the frustration the user may be going through, and also remember since all users are able to view your response, it will also help answer any and all similar questions.

Do Respond

I don’t think there is a need to say that whether you need to respond or not. You should be responding to all the reviews, good and bad. Your response to the reviews makes it possible for the reviewer to know how much you are concerned about the user experience and customer service. Reviews are also your path for handling customers and providing them with the best you can. Also, you’ll let others know about the updated version available for the app that will continue to improve with their feedback.